Job Description

Role Overview:

The Account Manager serves as the primary liaison between the customer, H+B and the Supplier, ensuring seamless communication, collaboration, and project execution. This role is responsible for providing pre-sales consultation, managing orders from initiation through delivery, overseeing project implementation, and addressing any issues that arise throughout the process.

A key focus of this role is the management and growth of two existing key accounts, ensuring these clients receive exceptional service, proactive communication, and reliable project execution. The Account Manager will work closely with these clients to understand their priorities, maintain standards, and strengthen long-term relationships. The main objective is to ensure every project is delivered on schedule, within scope, and error-free. This includes coordinating with internal teams, monitoring progress, and proactively resolving challenges to uphold the highest standards of quality and customer satisfaction.

Key Responsibilities:

Serve as the primary point of contact for the client throughout all phases of project execution, managing both day-to-day requests and larger project activities. Develop, monitor, and coordinate detailed project schedules and inventories in collaboration with the client, design team, trades, and installation partners to ensure milestones are met. Organize and lead coordination meetings--internally and externally--providing clear direction, documenting action items, and ensuring follow-through. Partner with the Design Team to update, maintain, and implement client standards packages, ensuring alignment with project requirements and brand consistency. Communicate effectively with internal support staff, providing direction and updates Maintain accurate, detailed, and up-to-date project trackers to monitor progress, deadlines, and deliverables. Coordinate and manage relationships with external installation teams, ensuring they have the information and resources required for successful project execution. Conduct comprehensive reviews of all project specifications, drawings, site conditions, and orders prior to execution, identifying potential risks, conflicts, or discrepancies. Collaborate with the appropriate stakeholders to address issues proactively, ensuring a seamless and efficient project delivery. Actively troubleshoot and resolve on-site issues or deficiencies in real-time, ensuring minimal disruption to project timelines and client satisfaction. Conduct site walk-throughs as required and remain available afterhours via phone to provide clarifications or approvals needed by installers to keep projects on track. Coordinate, attend, and document post-installation walk-throughs, clearly identifying deficiencies, creating resolution plans, and following up to closure. Work with the Project Coordinator to expedite resolutions and provide timely, transparent status updates to the client regarding outstanding issues or deficiencies. Support the preparation of tender responses, proposals, and related documentation as required. Represent the company professionally at client meetings, presentations, and showroom tours, contributing as a collaborative member of the H+B team.

Skills and Competencies:

Project Management:

Strong ability to plan, organize, and oversee multiple projects simultaneously, ensuring all deliverables are completed on time and within scope.

Communication:

Excellent written and verbal communication skills, with the ability to provide clear direction, manage expectations, and maintain positive client and stakeholder relationships.

Virtual Collaboration:

Skilled at virtually managing and communicating with clients, internal teams, and external partners to ensure alignment and project success.

Attention to Detail:

Proven ability to review specifications, drawings, and site conditions thoroughly to identify risks and prevent errors.

Problem-Solving:

Resourceful and proactive in identifying issues, troubleshooting on-site challenges, and implementing effective solutions under pressure.

Collaboration:

Skilled in building productive relationships with clients, trades, installers, and internal teams to ensure seamless project execution.

Technical Knowledge:

Familiarity with design documentation, construction practices, and installation processes, with the ability to interpret plans and specifications accurately. Knowledge of AutoCAD and Spec5 an asset.

Organization:

Highly organized, with strong documentation and tracking skills to maintain accurate project records and ensure accountability.

Flexibility and Availability:

Willingness to adapt to changing project needs, attend after-hours calls as required, and remain accessible to ensure timely decision-making.

Client Service Orientation:

Committed to delivering exceptional client experiences by anticipating needs, resolving concerns quickly, and ensuring overall satisfaction.

Presentation Skills:

Comfortable leading meetings, delivering presentations, and representing the company in a polished and professional manner.

Technology Proficiency:

Fluent in Microsoft Office Suite (Teams, Word, Excel, Outlook, PowerPoint), with the ability to create, update, and manage professional documents and reports.

Initiative and Independence:

A self-starter with the ability to work independently, take initiative, and drive projects forward with minimal supervision.

Qualifications

Post-secondary education in business, project management, interior design, or a related field (or equivalent work experience). 3-5 years of experience in account management, project coordination, or a client-facing role within the design, construction, or related industry. Demonstrated experience managing multiple concurrent projects with tight deadlines. Strong working knowledge of project documentation, schedules, and site processes. Valid driver's license and willingness to attend client sites and meetings as required. Valid passport and willingness to travel to the USA required.

About Us

Holmes + Brakel is a full-service contract office furniture dealership serving businesses across North America. We are family owned and operated, and a 100% Canadian company. With 100 + employees across North America, as well as two locations in the USA, our experience showcases our ability to manage large-scale projects, across multiple locations. If you thrive in a fast-paced, dynamic organization that fosters excellence and personal growth, then H+B is the place for you!

Throughout the great success we have experienced over the years, we have stayed true to our roots as a family business. Our employees love it here; people stay with us for a long time, and we hope you will too!

We would like to thank all applicants. Due to the volume of resumes we receive, we will only contact individuals best suited for the opportunity. Holmes & Brakel is an equal opportunity employer. If chosen to participate in the interview process, reasonable accommodation is available upon request. We will consult with the applicant to provide or arrange suitable accommodation in the manner that considers the applicant's accessibility needs.

Job Type: Full-time

Application question(s):

Are you legally eligible to work in Canada?
Work Location: Hybrid remote in Pickering, ON L1W 1Z8